Nortel Contact Center Manager, Installation And Maintenance Manual

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Installation and Maintenance Guide 1099
October 2007 Configuring e-mail settings and routing
Configure rules
Rules determine how a multimedia contact is to be routed based on information
about the e-mail message (inputs) and configurations in your contact center
(outputs).
A basic rule considers the recipient address of the contact and can assign a
skillset. You can further enhance the routing by searching for specific keywords
in the body of an e-mail, or looking at who sent the message (sender address).
You can also enhance the routing by selecting additional output details for your
contact center, such as auto-responses. You can configure a maximum of 1000
rules.
Configuring additional rules is optional.
Example 1:
A magazine advertises an investment strategy. Customers can learn more about
the investment by sending an e-mail with “Good Investing” in the subject line to
a specific address. A rule can be created to search incoming e-mail messages for
“Good Investing.” If the e-mail subject line contains “Good Investing,” then a
brochure is sent to the customer. No interaction from an agent is required.
Example 2:
An e-mail arrives at the contact center from the most important client of the
contact center. A rule can be created to route this client’s contacts to a skillset
assigned to a highly specialized agent.